Senior Customer Success Manager

Job Summary As a Senior Customer Success Manager at Flexential, you will manage a book of business that includes new and existing complex hosting and colocation customers. You are ultimately responsible for customer satisfaction and retention through all phases of the customer lifecycle, from onboarding and success plan development to executive business reviews and risk mitigation. Key Responsibilities Provide oversight and accountability for success during the onboarding phase of new customers and for existing customers leveraging new services. Manage a book of business containing advanced customer environments and marquee relationships. Uncover and document desired customer outcomes for success plan creation. Train customers on Flexential support tools. Own overall responsibility for customer retention. Advise customers on all relevant Flexential solutions, including facilitating conversations with internal SMEs. Keep relevant Flexential departments and leaders informed of all customer health/risk concerns, updating customer health scores and documenting churn forecasts. Facilitate problem resolution as the first level of escalation for unresolved issues, including billing and technical support. Maintain regular and proactive contact with customers through value-added email outreach, calls, and face‑to‑face meetings. Leverage internal technology to manage touchpoints, view customer health, and overall manage your book of business. Conduct regular executive business reviews with customers, including preparing and presenting content appropriate for C-level contacts. Uncover additional customer needs and work with sales and solution engineers to appropriately solution-sell. Assist, direct, and maintain open communication with key individuals across sales, marketing, engineering, accounting, and operations. Act as a liaison for customers on all technical, billing, sales, or other questions. Guide and advise customers through the process rather than customers managing Flexential. Perform other duties as required and assigned. Required Qualifications 2‑3 years of experience in Cloud, Managed Services or Colocation. Experience interacting with customers at all levels including C‑Suite. Demonstrated ability to build and develop relationships. Strong written, oral, and presentation skills. Demonstrated technical aptitude and attention to detail. Ability to effectively communicate technical concepts and issues to all levels. Experience with CRM systems. Demonstrated time‑management ability. Self-directed and self-motivated problem-solver. Willingness to go the extra mile for customers and develop strong relationships. Ability to adapt and be part of a rapidly growing business. Proficiency with MS Office tools. General statistical analysis and ability to communicate metrics to the business. Preferred Qualifications 2‑3 years of experience directly managing Fortune 1000 customers (strongly preferred). Experience working in Gainsight. Understanding of VMware applications. Understanding of DRaaS and BaaS solutions. Physical Requirements Ability to sit for extended periods of time. Moderate or advanced keyboard usage. Pay & Benefits Base Pay Range: Annualized salary range offered for this position is estimated to be $84,000 - $94,000, although the actual pay range depends on each candidate’s experience, location, and qualifications. Variable Pay: This role is eligible for commission. The expected annual commission is $25,000, based on achievement of targets and other performance indicators. Benefits include: Medical, Telehealth, Dental, and Vision. 401(k). Health Savings Account (HSA) and Flexible Spending Account (FSA). Life and AD&D. Short-term and long-term disability. Flex Paid Time Off (PTO). Leave of Absence. Employee Assistance Program. Wellness Program. Rewards and Recognition Program. Benefits are subject to change at the company's discretion. Flexential participates in the E-Verify program. Detailed information available. EEOC Statement: Flexential is an equal‑opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. #J-18808-Ljbffr